Genesys Info Mart ETL:gim-etl-populate:populate-workbin-as-hold

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Published Option

populate-workbin-as-hold

Default Value: false
Valid Values: true, false
Changes Take Effect: On the next ETL cycle
Dependencies: None

Specifies whether the time that an interaction is in an Interaction Workbin is considered to be hold time or mediation.

• false—Workbin time is considered to be mediation. Whether or not the workbin activity will be represented by an MSF record depends on the value of the populate-mm-workbin-facts option.
• true—Workbin time is considered to be hold if the handling resource places the interaction into its own personal workbin. The hold ends when any resource takes the interaction out of the workbin. Various hold metrics are reported in the IRF record that is associated with that handling resource.

For time in an Interaction Workbin to be considered hold time, the Agent or Place resource must place the interaction into its own personal workbin. For example, if Agent1 places an e-mail interaction into its personal workbin, the workbin time is considered to be hold; however, if another resource, such as another agent or a strategy, places the interaction into the workbin for Agent1 to handle, the workbin time is not considered to be hold.

If a handling resource places an interaction into more than one of its own personal workbins, all of the personal workbin time is considered to be hold, and there is no distinction between the hold time in the various workbins. For example, if Agent1 places an e-mail interaction into a Drafts workbin, then pulls the interaction to continue handling it and subsequently places it into a FollowUp workbin, the hold duration that is reported in the IRF record for Agent1’s association with the interaction combines the time that is spent in both workbins.

The following table summarizes the results of different permutations of the populate-workbin-as-hold and populate-mm-workbin-facts options, in combination with the specifics of the interaction flow. If the values of the populate-workbin-as-hold and populate-mm-workbin-facts options are both set to false, the workbin activity is not represented in the dimensional model.

Workbin Reporting Results Matrix

Scenario	Reporting Result for Workbin Activity
	populate-workbin-as-hold=false populate-mm-workbin-facts=true	populate-workbin-as-hold=true populate-mm-workbin-facts=true	populate-workbin-as-hold=true populate-mm-workbin-facts=false
An Agent/Place resource places the interaction into its personal workbin.	MSF record.* This is the default behavior.	Hold metrics in the IRF record for the association of that Agent/Place with the interaction.
Another resource places the interaction into the personal workbin of an Agent/Place.		MSF record.*	Not represented in the dimensional model.
Any resource places the interaction into an AgentGroup or PlaceGroup workbin.
*Starting with release 8.1.1, the MSF record includes a WORKBIN_KEY value that identifies the workbin instance that is associated with the mediation.

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